Customer Success Coordinator

Description

About Tricerat

Tricerat is the company behind ScrewDrivers, the enterprise print management platform trusted by healthcare systems, government agencies, and enterprises running VDI/RDS environments (Citrix, Omnissa/VMware, Microsoft AVD, IGEL, and more). Customer renewals and customer success are an important facet of our revenue, and we invest in the people and systems that keep our customers happy, current, and growing with us.

About the Role

We're hiring a Customer Success Coordinator to be the day-to-day driver of customer experience across our install base. You'll work inside HubSpot - where we've already built out a customer success cadence system - helping maintain and improve those automations, keeping renewal touchpoints on track, and guiding customers through migration from legacy product versions to current ScrewDrivers releases.

Your north star is customer health: reducing churn, elevating the customer experience, and turning happy customers into vocal advocates (think G2 reviews, references, and case study candidates). You'll own the operational KPIs that make that happen, with shared accountability alongside revenue leadership for retention outcomes.

When you spot expansion signals - a customer outgrowing their license count, a legacy customer whose migration opens the door to a broader deployment - your job is to dig in, qualify the opportunity, document it, and hand it off cleanly to the sales team.

What You'll Do

Customer success and retention

· Run proactive customer touchpoints through our established HubSpot cadence system - check-ins, health monitoring, and renewal outreach

· Spot early churn signals (non-responsive accounts, low engagement, support friction) and act on them before they become losses

· Support the renewal process end to end, including preparing and delivering renewal quotes and following them through to close

Customer experience and advocacy

· Champion the customer experience - gather feedback, close the loop on issues, and make sure customers feel heard

· Build our public proof: drive G2 reviews, identify reference customers, and surface case study candidates

· Track customer satisfaction and share what you're hearing with product, support, and revenue leadership

HubSpot maintenance and improvement

· Help maintain and refine the HubSpot automations behind our CS motion - workflows, sequences, task queues, and reporting

· Keep customer and pipeline data clean and reliable, reconciling with NetSuite where needed

· Suggest and implement improvements as the cadence system matures

Legacy migration coordination

· Manage the pipeline of customers on legacy product versions and coordinate their migration to current ScrewDrivers releases

· Communicate migration timelines, requirements, and benefits; coordinate scheduling with support and engineering

· Track migration status per account and report on progress

Expansion identification and handoff

· Identify expansion opportunities during renewal and migration conversations (seat growth, additional environments, upgraded editions)

· Qualify the basics - who, what, why now - document it in HubSpot, and hand off to sales with a clean summary

· No quota, no closing responsibility: your win is a well-qualified handoff

What Success Looks Like

· Churn reduction: measurable improvement in retention across your book of accounts

· Customer experience: healthier accounts, faster issue resolution loops, and rising satisfaction signals

· Advocacy: steady growth in G2 reviews, referenceable customers, and case study pipeline

· Migration progress: quarter-over-quarter reduction in customers on legacy versions

· Qualified expansion handoffs: volume and quality of opportunities passed to sales

Requirements

What You Bring

Required

· 1-2 years in customer success, renewals, account coordination, or revenue operations (B2B software strongly preferred)

· Working proficiency in HubSpot from day one - workflows/automations, sequences, deal pipelines, and reporting

· Strong written and verbal customer communication - you'll be the voice of Tricerat to hundreds of accounts

· A proactive, relationship-first instinct: you'd rather prevent churn than react to it

· Organized and reliable at scale: high volume, high accuracy, nothing dropped

Nice to have

· Experience driving customer advocacy programs (G2/review campaigns, references, case studies)

· Experience with NetSuite (or another ERP)

· Exposure to IT infrastructure, VDI/EUC, or print management customers - or the curiosity to learn the space quickly

· Experience coordinating version upgrades, migrations, or sunset programs

Why This Role Matters

Our customers stay with us for years, and this role is a big part of the reason they will keep doing so. You'll have direct visibility to the CRO, real influence over how our customer success motion evolves, and a clear growth path into senior customer success or revenue operations roles.

Benefits

· Health, dental, and vision coverage

· 401(k)

· Paid time off and holidays

· Hybrid schedule based out of our Baltimore office

Tricerat is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Salary Description

$60,000-$80,000 annual base salary